Resources

Strategy vs. Tactics – How to build customer loyalty

We’ve all been hearing a lot about “strategic conversations” lately. It’s a nice sounding buzz phrase, but what does it actually mean when it comes to customer success? Strategy vs. Tactics A strategic conversation is about why, rather than the how of tactical...

Customer Success @ SaaStr Annual

By Durand Vadnais I’m thrilled to see the many Customer Success focused talks, partners, solutions and a dedicated Happy Hour this year at SaaStr. They even had a spot for Customer Success under job function while plugging in my badge info! Here is a quick guide to...

Customer Success Reading List

I absolutely realize that finding time for reading is often a challenge, but you must make it happen! Reading not only keeps you a life-long learner of new critical skills, but also enables you keep a healthy perspective on the day-to-day. This is my...

How to Calculate Churn

As any SaaS professional knows, churn is one of the single most important metrics in determining the day to day health of the business. Acquiring new customers is a costly affair, and the resulting growth is meaningless if you lose those customers. Calculating this...

We are winning!

Great short segment from a larger Customer Success Stories piece we pulled together to share at our company all-hands (with a cameo from yours truly of course and the excellent John Sheffield who I apparently didn’t let get a word-in!) Massive success driving...

Expanding Brand Reach

One of my presentation from the Bazaarvoice Inspire Roadshow! Inspire_Reach_Fall2016 from Durand...

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